In our previous post, “Agent Onboarding: A New Strategy for the Remote Worker,” we highlighted the importance of onboarding in setting the foundation for high levels of agent engagement. Now, in the final installment of this three-part series on agent retention, we focus on training—a critical but challenging aspect, especially in our rapidly changing business environment. 

Building on our previous discussion in “A New Talent Acquisition Strategy: Virtual Interviewing,” recruiting the right contact center agents for remote work is the first step towards strong retention. In this second part of the series, we’ll explore why onboarding is just as crucial to agent retention and how a strategic approach can significantly enhance the experience for remote agents. 

The shift towards remote work is not just a temporary trend; it’s a fundamental change in how businesses operate. According to Gartner, 80% of company leaders plan to allow employees to work remotely at least part of the time. As contact centers begin to reopen and ramp up hiring, it’s crucial to reevaluate recruitment strategies to align with this new work-from-home (WFH) model. Enter virtual interviewing—a modern solution that’s here to stay. 

In today’s business landscape, remote work has evolved from a temporary solution to a critical strategy for operational continuity. The COVID-19 pandemic has underscored the necessity of effective remote team management, and organizations are stepping up to meet this challenge. However, there’s often a disconnect between implementing remote solutions and operationalizing the processes that support them

Balancing the demands of a call center while keeping employees happy and productive can be a real challenge. As we navigate the complexities of modern work environments, especially with the rise of hybrid models, it’s essential to focus on strategies that promote fairness and equity in scheduling.